Multiple Choice
Which of the following is not a strategic use of the service-system design matrix?
A) Enabling systematic integration of operations and marketing strategy
B) Design of the service package
C) Comparing how other firms deliver specific services
D) Indicating evolutionary or life cycle changes that might be in order as the firm grows
E) Clarifying exactly which combination of service delivery the firm is in fact providing
Correct Answer:
Verified
Correct Answer:
Verified
Q37: The service triangle is completely made up
Q38: A service system with a high degree
Q39: When recovering from a defective service encounter,
Q40: The service-system design matrix identifies five alternative
Q41: Examples of this include the response time
Q43: Choosing how to accommodate customer induced variability
Q44: One of the three approaches to delivering
Q45: Service strategy begins by integrating operations and
Q46: The term "encounter" is defined by Webster's
Q47: Which of the following is not part